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Support Specialist, Safety

Airbnb· Safety/Community Support
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South Koreafull-timePosted 5mo ago

About the role

One-year full-time frontline role in Korea supporting Safety concerns for Airbnb community, including handling sensitive cases and supporting survivors with empathy, confidentiality, and quick decision making.

Responsibilities

  • Interact with Airbnb customers and community members through multiple channels (live chat, social platforms, messaging, phone)
  • End-to-end management of complex cases to resolve issues based on workflows & management guidelines
  • Recognize case type/severity and escalate accurately to other teams when appropriate
  • Handle casework with appropriate supervision depending on severity/complexity
  • Recognize & assess threatening & risky behaviors
  • Demonstrate ownership, good judgment, and escalate or deviate from workflow only with management approval
  • Be receptive to feedback from management, Quality & clinical staff, and quickly adopt improvements
  • Understand multiple perspectives and evaluate multiple options for addressing problems
  • Engage with senior stakeholders with management support
  • Maintain high volume handling without compromising quality
  • Contribute to Safety service improvement by documenting ways of working and best practices
  • Provide technical/functional SME support to less experienced team members
  • Display openness and approachability to resolve issues with other Delivery teams and partners

Qualifications

  • 3+ years of relevant experience in customer service, mediation, emergency services, Trust & Safety operations, or similar contact center role
  • Hospitality experience is a plus, especially with technology platforms
  • Ability to work weekends and public holidays, and shift variations
  • Ability to work in high-pressure environments with sensitive, confidential, potentially traumatic materials

Skills

Required:Customer service excellenceRisk assessment & judgmentMultitasking & prioritizationLanguage proficiency in English and Korean
Last updated Oct 22, 2026. Interested? Apply on the company site.
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About Airbnb

Book accommodations around the world.

Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover, and book unique accommodations around the world — online or from a mobile phone. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb connects people to unique travel experiences, at any price point, in more than 33,000 cities and 192 countries. And with world-class customer service and a growing community of users, Airbnb is the easiest way for people to monetize their extra space and showcase it to an audience of millions. No global movement springs from individuals. It takes an entire team united behind something big. Together, we work hard, we laugh a lot, we brainstorm nonstop, we use hundreds of Post-Its a week, and we give the best high-fives in town. Headquartered in San Francisco, we have satellite offices in Dublin, London, Barcelona, Paris, Milan, Copenhagen, Berlin, Moscow, São Paolo, Sydney, and Singapore.

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